Customer Loyalty Model Through Customer Commitment With Quality Results and E-Sq at Padang Nagari Bank
DOI:
https://doi.org/10.38035/gijea.v1i3.89Keywords:
commitment, result quality, e-service qualityAbstract
This study aims to identify and analyze the direct and indirect effects of Quality Results, and Electronic Service Quality on customer loyalty through customer commitment to Bank Nagari. Bank Nagari is one of the regional assets as an embodiment of local wisdom aimed at the development of the West Sumatera region, and it should receive support from the entire community. However, the trend shows fluctuations in customer loyalty. This type of research is associative with a sample of 200 customers drawn through the accidental sampling method. The data analysis model uses SEM PLS. The results of this study are from the seven hypotheses proposed; both direct and indirect effects are overall acceptable. This means that the Quality of Results and Electronic Service Quality have a direct or indirect effect on customer loyalty through customer commitment to Bank Nagari Kota Padang. To get customer loyalty, it can be done by improving the quality of results such as timeliness in services as a customer evaluation of the results of their service activities. In addition, e-service quality banks need to continue to improve quickly, keep pace with technological developments, educate customers smartly and continuously for the use of these electronic services.
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Ruata, W., & Ogi, Lisbeth Mananeke, IWJ (2018). The Influence of Servicescape and Quality of Service Against Saving . 6 (3), 1328–1337.
Sudirman, IMSAS, & Atmosphere, IGAKG (2018). The Effect of Online Service Quality on Satisfaction, Commitment, and Loyalty of Internet Banking Customers in Denpasar City. INOBIS: Indonesian Journal of Business Innovation and Management , 1 (4), 473–488. https://doi.org/10.31842/jurnal-inobis.v1i4.52
Susriyanti. (2019). Effect of Physical Environment and Trust on Customer Commitment at Bank Nagari Sijunjung Branch. ECONOMICA , 7 (2), 90–102.
Sutanto, JE, & Djati, SP (2017). Effect of Trust, Satisfaction, and Commitment on Customer Loyalty At the Alfamart Retail in Surabaya, East Java - Indonesia. Atlantis Press , 131 (Icoi), 32–37. https://doi.org/10.2991/icoi-17.2017.32
Thaichon, P., and Nguyen TQ (2015). The relationship between service quality, satisfaction, trust, value, commitment and loyalty of internet service providers customer. Journal of Global Scholars of Marketing .
www.banknagari.co.id
https://www.niagahoster.co.id/blog/transformation-digital-banking/
Ariff, MSM, Yun, LO, Zakuan, N., & Ismail, K. (2013). The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking. Procedia - Social and Behavioral Sciences , 81 , 469–473. https://doi.org/10.1016/j.sbspro.2013.06.462
Azizah, N., & Puspito, H. (2021). Satisfaction and Loyalty of Banking Customers in Indonesia. Science and Technology The Journal of Engineering , 6 (3), 63. https://doi.org/10.12962/j23378557.v6i3.a7654
Bagasworo, W., & Rimadias, S. (2014). Increasing Student Satisfaction Through Quality Education Services: A Study on Students at STIE Indonesia Banking School. Journal of Management Science & Economics , 6 (2), 115. https://doi.org/10.35384/jime.v6i2.138
Burhanudin, B. (2018). The Influence of Price and Service Quality on Customer Satisfaction and Loyalty at Bank Sinarmas KK Duri Pulo Gambir, Central Jakarta. Sosio E-Kons , 10 (1), 75. https://doi.org/10.30998/sosioekons.v10i1.2264
David, D. (2018). Effect of E-service Quality on Customer Loyalty through Customer Satisfaction on Grab Online Transportation. Agora , 6 (2), 95–100.
Felicia, L. (2016). The Effect of E-Service Quality on Go-Jek Customer Loyalty Through Customer Satisfaction. Agora , 4 (2), 95–100.
Fianto, BA, Gan, C., Widiastuti, T., & Sukmana, R. (2020). Customer loyalty to Islamic banks: Evidence from Indonesia. Cogent Business and Management , 7 (1). https://doi.org/10.1080/23311975.2020.1859849
Griffin. (2002). Management . Erlangga.
Lapasiang, D., Moniharapon, S., Loindong, S., & Ratulangi, US (2017). The Influence Of Trust And Commitment To Customer Loyalty At Pt. Pegadaian (Persero) Karombasan Manado Branch. EMBA Journal: Journal of Economic Research, Management, Business And Accounting , 5 (3), 3068–3077. https://doi.org/10.35794/emba.v5i3.17371
Gems, RC (2017). The Influence Of Customer Trust And Commitment To Customer Loyalty At Pt. State Savings Bank (Persero) Tbk. Palembang Sharia Branch Office. RADEN FATAH UIN, PALEMBANG .
Pudjarti, S., Nurchayati, N., & Dwi Putranti, HR (2019). Strengthening Satisfaction of the E-Service Quality and E-Loyalty Relationship Model for Go-Jek and Grab Consumers. Sociohumanities , 21 (3), 237–246. https://doi.org/10.24198/sosiohumaniora.v21i3.21491
Purnamasari, D. (2018). The Roles of E-Service Quality , E-Trust , and E-Satisfaction on Online Retail Loyalty. Industrial Research Workshop and National Seminar , 1 (2), 634–641.
Ramadania, R. (2021). ES-Qual and E-Recs-Qual Toward Customer Satisfaction, Trust and Loyalty in Electronic Banking Services During The Covid-19 Pandemic. Matrix : Journal of Management, Business Strategy and Entrepreneurship , 15 (1), 100. https://doi.org/10.24843/matrik:jmbk.2021.v15.i01.p09
Rasita, I., Barus, G., Tj, HW, & Wahyoedi, S. (2020). The Effects of Trust and Service Quality on Customer Loyalty of Islamic Banks Moderated By Religiosity (A Study of Islamic Bank Customers in Jakarta). Budapest International Research and Critics Institute-Journal (BIRCI-Journal) , 4 (3), 5713–5725.
Reza, ND (2019). Analysis of the Effect of E-Banking and Service Quality on Customer Loyalty in Islamic Banking with Religious Commitment as a Moderating Variable (Case Study on BRI Syariah Customers at IAIN Salatiga). Doctoral Dissertation .
Riduwan, & Kuncoro. (2012). How to Use and Define Path Analysis . Alphabet.
Rinaldy, IM, Lubis, PH, & Utami, S. (2017). The Effect of Service Quality on Customer Loyalty in BNI Mobile Banking in Banda Aceh with Customer Trust, Customer Satisfaction, Customer Commitment and Customer Value as Mediation Variables. Journal of Management and Banking Perspectives , 8 (3), 19–48.
Rismi, S. (2014). No Title . Alphabeta.
Romadhoni, B., Hadiwidjojo, D., & Aisjah, S. (2015). Relationship between E-Service Quality, E-Satisfaction, E-Trust, E-Commitment In Building Customer E-Loyalty: A Literature Review. International Journal of Business and Management Invention , 4 (2), 1–9.
Ruata, W., & Ogi, Lisbeth Mananeke, IWJ (2018). The Influence of Servicescape and Quality of Service Against Saving . 6 (3), 1328–1337.
Sudirman, IMSAS, & Atmosphere, IGAKG (2018). The Effect of Online Service Quality on Satisfaction, Commitment, and Loyalty of Internet Banking Customers in Denpasar City. INOBIS: Indonesian Journal of Business Innovation and Management , 1 (4), 473–488. https://doi.org/10.31842/jurnal-inobis.v1i4.52
Susriyanti. (2019). Effect of Physical Environment and Trust on Customer Commitment at Bank Nagari Sijunjung Branch. ECONOMICA , 7 (2), 90–102.
Sutanto, JE, & Djati, SP (2017). Effect of Trust, Satisfaction, and Commitment on Customer Loyalty At the Alfamart Retail in Surabaya, East Java - Indonesia. Atlantis Press , 131 (Icoi), 32–37. https://doi.org/10.2991/icoi-17.2017.32
Thaichon, P., and Nguyen TQ (2015). The relationship between service quality, satisfaction, trust, value, commitment and loyalty of internet service providers customer. Journal of Global Scholars of Marketing .
www.banknagari.co.id
https://www.niagahoster.co.id/blog/transformation-digital-banking/
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Published
2023-09-03
How to Cite
Susriyanti, S., Lima Krisna, N. ., & Lusiana, L. (2023). Customer Loyalty Model Through Customer Commitment With Quality Results and E-Sq at Padang Nagari Bank . Greenation International Journal of Economics and Accounting, 1(3), 372–385. https://doi.org/10.38035/gijea.v1i3.89
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